Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SITXCCS003A, 'Manage quality customer service'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Manage quality customer service' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
Develop approaches to enhance quality customer service.
Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
Provide opportunities for customers and colleagues to provide feedback on products and services.
Review changes in internal and external environments and integrate findings into planning for quality service.
Provide opportunities for colleagues to participate in the customer service planning process.
Develop standards and plans to address key quality service issues.
Manage the delivery of quality service.
Communicate customer service issues, standards and expectations clearly to colleagues.
Provide colleagues with access to information on service standards and delivery.
Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes.
Monitor customer service in the workplace according to organisation policies and procedures to ensure standards are met.
Monitor and adjust customer service.
Seek feedback from customers on an ongoing basis and use this to improve performance where applicable.
Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.
Communicate new approaches to all those involved in service delivery within appropriate timeframes.